Known Gaming&Xbox Issues for Game Launches (November 2021)

We’re into the final stretch of 2021 and we’re continuing to prepare for the build-up of games launching over the next few months. We understand that, at times, things can go wrong, and we want you to know that we’re working to resolve troubling experiences reported to us by our customers within the Xbox community. Keep an eye on this list for updates to existing issues along with any new issues that may come up as new games launch.

All Games 

  • Players are seeing their pre-orders canceled for games if they did not have a valid payment option on their account at the time of the charge. 
    • All pre-orders typically charge customers 10 days before the game release date. This means that you’ll need to have a valid payment option on your account at least 10 days before a game releases to avoid any billing issues. After a charge on your account has failed for a pre-order, there will be another attempt at a charge a few days later. If that second attempt fails to successfully charge, your pre-order will be canceled and you’ll need to repurchase the desired game again after you have added a valid payment option to your account. To verify that your pre-order was successfully charged and the game was added to your game library, sign in here and look for the successful proof of purchase.
       
  • Players are seeing “Do you own this game or app?” when launching a recently purchased game.
    • To make sure you own the game and didn’t run into any issues with your payment option at the time the charge was attempted, head over to account.microsoft.com to ensure the game is marked as Completed in your order history. If not, you’ll need to purchase the game again because the initial purchase did not go through. 
       
  • Problems when purchasing a 5×5 code for a game or game add-on at a retailer, and the code redeems CSV to the Microsoft account instead of granting access to the game or game add-on.
    • When you purchase a digital code for a game or game add-on at a retailer, that code is meant to give pre-paid money (CSV) to the account of the user who redeems it. The user then needs to use that prepaid balance to purchase the content from the Microsoft Store digitally. The issue most users run into is that the code does not cover local sales tax. Be sure to pick up an additional prepaid Xbox gift card to cover the tax of the purchase or make sure you have a valid payment option on the account so that you can complete your desired purchase.
  • Players are seeing “We are unable to sync your data with the cloud at the moment.” error on Windows 10. 
    • This may happen if you recently changed your Xbox Live account profile or permissions. It may also happen if you’re having internet connectivity issues, or there’s an Xbox service outage.
    • Check to make sure your internet connection is working by following this troubleshooting guide. This will also check to make sure there isn’t an Xbox service outage.
    • Sign out and back into the Xbox app on your Windows 10 device to refresh your account credentials. You won’t need to sign out or restart your device.

Battlefield 2042 (Console + PC)

  • Players who pre-ordered the Standard Edition on PC may run into issues taking part in the Early access trial
    • This only impacts players who are active Xbox Game Pass for PC or Ultimate subscribers
    • To successfully access the early trial running between November 12th-19th:
      • Open the EA app on your PC
      • Navigate to My Collection and select Battlefield 2042, or alternatively search for Battlefield 2042
      • Select the Download button on the Members get early access banner:
      • Once completed, select Play
  • Players who pre-ordered the Standard Edition on console may see a “You’re too early” message while trying to take part in the Early access trial
    • If you pre-ordered the Standard Edition and want to take part in the early access trial, you will need to launch the game from the trial version, not from your game library. Here are some detailed steps depending on which console you have:
      • Xbox Series X|S
        • On your console, open the Xbox Game Pass app
        • Select Battlefield 2042: Early access trial and then select Install all
      • You can also access the trial via the Store app:
        • On your console, open the Store app and search for Battlefield 2042
        • Select Battlefield 2042 Xbox Series X|S – Choose edition
        • Select Battlefield 2042 Xbox Series X|S – this should be the first option with no price available
        • Select Free Trial with EA Play and then select Install all
      • Xbox One
        • On your console, open the EA Play app
        • Select Battlefield 2042: Early access trial and then select Install all
      • You can also access the trial via the Store app:
        • On your console, open the Store app and search for Battlefield 2042
        • Select Battlefield 2042 Xbox One – Choose edition
        • Select Battlefield 2042 Xbox One – this should be the first option with no price available
        • Select Free Trial with EA Play and then select Install all
      • Once installed, launch the game from your Recently installed list under My games and apps > Manage > Queue. Don’t launch the game from your game library or it will try to open the pre-ordered version again, which is locked until November 19th (Standard Edition).

For more info, and for a list of all of the known issues being tracked by EA, visit the EA Answers HQ site.

Forza Horizon 5 (Cloud + Console + PC)

  • Launching Forza Horizon 5 will show a “You’re too early” message if you do not own all necessary entitlements.
    • To enable early access of Forza Horizon 5, you must own one of the following:
      • Premium Edition of Forza Horizon 5 -OR-
      • An Active Game Pass subscription on the same account that is trying to launch the game –AND– the Premium Addon Pack on the same account.
    • Users that do not have both the game and the addon bundle will be unable to launch until the game releases on November 9th, 2021.
  • Players on Steam and Windows may see frequent crashing while playing
    • Examples of the error codes being seen are 0xc0000005 (access violation) and 0x0000001d (failed install or uninstall of system-level software)
    • This may be caused by hardware issues such as faulty RAM, file errors or corruption, or PC settings.
    • In these cases we recommend that you follow up with the hardware manufacturer for your device to ensure that you have the latest firmware installed.
  • Players may run into a “local cache is full” error
    • This is currently being investigated

For a list of all known issues being tracked by the Playground Games and Turn 10 teams, please visit the FH5 Known Issues page.

Call of Duty: Vanguard (Console)

  • The game shows there’s a problem connecting to the Xbox network
    • This may happen even though the Xbox network is available, however another partner service has become unavailable.
    • The error message is: Connection failed: Unable to access network services. [Reason: DUHOK – GUERNSEY].
      • Please check the Xbox status page, which will show if the Xbox network is available or not, as well as any partner services we know are down.
      • If the Xbox network is down then monitor this page until it’s available, then restart the game to continue playing online.
  • The game becomes unresponsive after reconnecting to the Xbox network services during active gameplay
    • If you start a campaign and aren’t already connected to the Xbox network, reconnecting while playing may result in the game becoming unresponsive.
      • Restarting the game will resolve this issue.
  • The game becomes unresponsive after accepting a game invitation to a Zombies game session
    • If you’re in a campaign and the game suspends due to no activity or another game/app being launched, then receiving and accepting an invite to play Zombies may result in the game becoming unresponsive.
      • Restarting the game will resolve this issue.
  • The game doesn’t connect to a party while playing in campaign mode
    • If you’re in a campaign and the game suspends due to no activity or another game/app being launched, then receiving and accepting an invite to join a party may not connect with the following errors: Communication with the Xbox Live servers has been interrupted and Party Not Joined – The request did not succeed
      • Restarting the game will resolve this issue.

For any other issues relating to Call of Duty: Vanguard, please visit the Activision Support site.


Minecraft Launcher on Game Pass for PC Known Issues (PC)

We understand that some Game Pass members may be experiencing issues accessing the full version of Minecraft Java edition from the Launcher on Game Pass for PC. The Mojang team is working hard to address these bugs to get you back to playing. Here are some of the reasons why you may be having an issue:

  • If you are a Game Pass PC/Ultimate owner, there was a bug preventing you from accessing Minecraft Java edition
  • Please make sure to install the Minecraft launcher on your primary hard drive and not on any secondary or external hard drives.

Please check the following links for updates as Mojang continues to address these issues:

  1. Here Minecraft | Xbox Support  you’ll find troubleshooting tips and links to help pages for the game, info about playing with Xbox Game Pass, and info about playing Minecraft on different platforms.
  2. We know you may have questions about this new launcher. Mojang has prepared some answers for you here: Minecraft Launcher for Windows – Home

Back 4 Blood (Console + PC)

  • Players are unable to install the game 
    • Affected users should go Turtle Rock support for Back 4 Blood Bug Reporting (Back 4 Blood (wbgames.com)) and Report a Bug in the upper right-hand side.  It is also possible that the Steam beta version is interfering when you attempt to download the Game Pass version. Please uninstall the beta from steam and this should clear it up. 
  • Error 0x80073CF3 appears when attempting to install the game on a Windows 10 device
  • Game crashes at EZ Anti Cheat check
    • If you’re running a third-party anti-virus program, you need to allow EZ Anti Cheat to run and bypass your software or alternatively you can disable your anti-virus program.
    • You can also attempt to right click the game application icon and run it as an admin. This gives the game administrator rights allowing it to bypass most restrictions. 
  • Players are being asked to repurchase the game
    • Some players have been asked to repurchase the game. Please ensure that initial purchase did not go through by checking your Order history under your Microsoft account at account.microsoft.com
    • Also, please refer to the following article regarding our policies and procedures regarding pre-ordering a game. Pre-order Xbox digital games in the Microsoft Store | Xbox Support

FIFA 22 (Console)

  • Players may experience unexpected crashing and/or consoles shutting down when playing on Series X|S consoles

NBA 2K22 (Console)

  • Players may experience unexpected crashing and/or consoles shutting down when playing on Series X|S consoles
  • Guidance for redeeming codes after purchasing the 75th Anniversary Edition on disc
    • As well as digital versions of the game, NBA 2K22 is also available to purchase from retailers in two formats:
      • NBA 2K22 75th Anniversary Edition for Xbox Series consoles
        • Contains a code for the Xbox One version
      • NBA 2K22 75th Anniversary Edition for Xbox One console
        • Contains a code for the Xbox Series version
    • If you redeem a code and it matches the version of the game you purchased physically, that means that you may have the wrong code. In this case, please contact our Xbox Support team (not 2K Support) and have your receipt and copy of your code handy, as we won’t be able to help you without them.
    Xbox Insider Omega ring improved stability for NBA 2K22 on Xbox Series X
    • A subset of Xbox Series X users were experiencing console shutdowns while playing NBA 2K22 – we are continuing to investigate the issue and currently flighting a mitigation in the Insider Flight Program. To get the fix simply join the Xbox Insider program, and sign up for Xbox Preview Updateselecting Omega, and you will receive the fix in the latest build. Our goal is to release this fix to all consoles pending successful flighting and there is no need to return your console to support.
    • Here is the link Xbox Insider Release Notes – Omega (211.211029-2200) – Xbox Wire which provides more details on this current system update, along with new features and experiences and Fixes implemented
    • To Learn how to join the  Xbox Insider program, click on this link. Xbox Insider Program FAQ | Xbox Support. Then read the following bullet points in the Xbox Insider Program FAQ
      • How do I get started in the Xbox Insider Program?
      • How can I join Xbox Update Preview or move my console to a different Ring?

Madden NFL 22 (Console)

  • Players may experience unexpected crashing and/or consoles shutting down when playing on Series X|S consoles

Spellforce III Reforced (Console)

THQ Nordic recently announced that the launch of this title on Xbox has been moved out to March 8th, 2022. If you’ve already pre-ordered it digitally from the Microsoft Store then your order will be automatically cancelled, and you’ll need to re-order from the store here : SpellForce III Reforced | Xbox. If you used Microsoft account credit to pay for all or part of your order then this will be refunded back into your account.

For the latest updates, visit the official THQ Nordic press release site.

Insurgency: Sandstorm (Console)

Players who pre-ordered the Gold Edition may not have access to pre-order DLC, or be prompted to purchase it from the store when trying to access it in-game. Our teams are investigating and a fix will be on the way very soon.

Mortal Kombat X (Console)

  • The game may crash while playing in story mode on Xbox Series X|S consoles
    • When launching into story mode, your console may crash during a QTE (Quick Time Event) interaction.
    • There is currently no workaround to bypass the QTE interactions. The team are investigating and a fix will be on the way very soon.

Dying Light 2 (Console)

Techland recently announced that the launch date for Dying Light 2 will move to February 4th, 2022. Players who have pre-ordered the game will not need to take any action, and will be billed for the game shortly before the new launch date.

Foreclosed & Monster Harvest (Console)

Players on Xbox Series X|S may not be able to progress past the title screen when launching either of these games. The workaround is to restart your console, then relaunch the game.

We are aware of the issue and are working on a solution, and we highly encourage anyone who is experiencing this to use the “Report a Problem” feature on your console to send detailed info back to the developer team at Xbox. To do this, press and hold the Xbox button on your controller, select “Report a Problem” and complete the form. Please reference this page on how to provide feedback for bugs: https://support.xbox.com/help/account-profile/manage-account/xbox-insider-hub-report-a-problem.

Life is Strange Remastered Collection (Console)

Square Enix recently announced that the launch of this title has been moved out to early 2022. If you’ve already pre-ordered it digitally from the Microsoft Store then your order will be automatically cancelled, and you’ll need to re-order it once it’s available again. If you used Microsoft account credit to pay for all or part of your order then this will be refunded back into your account.

For the latest updates on when the game will be available to pre-order again, visit the official Life is Strange Remastered Collection site.

Tom Clancy’s Rainbow Six Extraction (Console)

Ubisoft recently announced that the launch of this title has been moved out to January 2022. If you’ve already pre-ordered it digitally from the Microsoft Store then your order will be automatically cancelled, and you’ll need to re-order it once it’s available again. If you used Microsoft account credit to pay for all or part of your order then this will be refunded back into your account.

For the latest updates on when the game will be available to pre-order again, visit the official Rainbow Six Extraction news & updates page.

GTA V, Max Payne 3 & L.A. Noire (Xbox 360)

  • End of online services for Xbox 360 for these 3 titles
    • Rockstar Games recently announced that online services for these titles will end starting from September 16, 2021. Here is the timeline for each title:
      • September 16, 2021
        • GTA Online Shark Cards for Xbox 360 are no longer being sold.
      • December 16, 2021
        • Online services for Xbox 360 for all 3 titles, including website stat tracking via the Rockstar Games Social Club will no longer be available.
        • These changes have no impact on access or progress to the Story Mode or single player experiences for any of the 3 titles.


For more info or additional help, visit the Rockstar Games support page.

Psychonauts (Cloud + Console + PC)

  • Pyschonauts available on Xbox Game Pass and Windows 10
    • Psychonauts is now available on Xbox Game Pass, and has also been released on Windows 10! If you own the original Xbox version then you’ll be able to download the Windows 10 version without additional charge, and vice-versa.
      • Click here to purchase the original Xbox version (or download it if you own the Windows 10 version).
      • Click here to purchase the Windows 10 version (or download it if you own the original Xbox version).
  • Players are unable to select different languages on the Windows 10 version
    • Here are the steps you’ll need to take to change the default game language to either English, French or German:
      • Create an empty text file called Psychonauts.ini. Make sure that you save the file with an .ini extension, as some editors such as Notepad will try to save as .txt by default. You don’t want a file called Psychonauts.ini.txt.
      • Open the file and type language english or language french or language german and save the file.
      • Open Windows Explorer and copy the file to C:\Program Files\ModifiableWindowsApps\Psychonauts.
  • Players are unable to change the Gamepad Rumble setting on the Windows 10 version
    • Here are the steps you’ll need to take to change the Rumble setting:
      • Open Windows Explorer and navigate to the save data within C:\Users\{username}\AppData\Local\Psychonauts.
      • Open the appropriate profile folder within the save data location.
      • Open the .ini file with a text editor, such as Notepad.
      • Change EnableRumble=false to EnableRumble=true (or vice-versa to disable).

Resident Evil Village (Console)

  • Unlocking pre-order bonus items (Mr. Raccoon Weapon Charm & Survival Resources Pack).
    • You’ll need to progress within the main story to receive these bonus items in-game. Once you’ve met “The Duke” for the first time, check your inventory and you’ll find that these items are now available.
    • Visit the Capcom Support page if you still need help.
  • Re:Verse is not available at launch.
    • Although the multiplayer game, Re:Verse, is included in your digital purchase of Resident Evil Village, it’s not yet available. Please check the official Resident Evil website for updates on when this will be available.
    • If you try to launch Re:Verse before the launch date, you’ll see a “Please check back later.” Message until it’s available.
    • Visit the Capcom Support page if you still need help.
  • Re:Verse doesn’t have an Xbox Series X|S version.
    • If you own an Xbox Series X|S console, you’ll find that Re:Verse doesn’t appear if you filter on games optimized for Xbox Series X|S. To find Re:Verse on your console, you’ll need to look under Xbox One games. Resident Evil Village will be listed as Optimized for Xbox Series X|S in your game library.

EA Play (formerly EA Access) 

  • 10-hour trials for games are counting down time when users are not actively playing the games.
    • This can occur a few different ways but most often when the game is paused and left running. To prevent this from happening, please make sure that you fully quit out of the game from the guide menu when you’re finished with each session within your 10-hour trial. To do this: 
      1. Press the Xbox button on your controller and then highlight the game from your recently played list.
      2. Press the Menu button and highlight Quit.
      3. Press the A button.
  • There’s no EA Play app on Xbox Series X|S consoles.
    • The EA Play app is not necessary to enjoy the benefits of EA Play. If you’re looking for ways to claim your 10-hour trials for popular games such as FIFA 21 or Madden NFL 21 on an Xbox Series X|S console, go to the Store and search for your game. Then select Free Trial with EA Play on the game description page. To access the entire EA Play library, go to My games & apps > Full library > EA Play.


For additional help or info concerning in-app issues with EA Play, check this page.

All Other Games 

For all other games, contact the game publisher for in-game issues. To locate the publisher, go to the game’s description page in the Microsoft Store, scroll to the Additional Information section, and find the publisher in Published By.

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